Customer ReviewsforBMW of Annapolis

I had a situation which I reported but deal with the service manager, Mr. Eric ****** has worked on my issue expeditiously where things are moving forward it took a few calls, but I will say that he definitely got things rolling and on the ball. Even though the work is not finished, but he’s definitely working on it, oh also the other issue that I had he is correcting it and that’s why I came back to give a five star review and I want to say thank you to BMW/MINI of Annapolis, thank you.

Customer experience/business practice; we discovered a tire pressure notification on the BMW app; after further investigation we discovered we had a screw in our 2024 BMW i4 Driver's side rear tire. We scheduled an appointment with BMW of Annapolis (BoA) to replace the tire. However, when we arrived the tire wasn't there, as promised by service manager, who was now on vacation. We provided an email exchange as proof that the service center (SC) manager told us to bring the i4 in that day and that tire would be available. 2nd appointment, SC informed us the tire was in. The SC tech saw and acknowledged the screw was in the left rear driver's side. After, waiting two hours, then paying for a new tire and installation, we headed home, about 20 minutes into return trip home. The tire pressure indicators came back on, our initial plan was to be a late arrival to work after our scheduled appointment at BoA's. We attempted to reset the tire pressure; it would not reset. While assuming that the driver's side rear tire was replaced, now the tire pressure indicators wouldn't reset; we thought i4 had a computer clinch. So,we scheduled 3rd appointment at BoA SC to take a look the tire pressure it wasn't resetting properly. On the morning of the 3rd appointment, we left home and headed to the BMW of Annapolis once again, but after 10 minutes into our trip and near our home, we took another look at the tire to ensure it had enough air to make the trip. As we inspected the tire further, we noticed the tire had the same exact screw in it in the same exact location as the previous tire. We returned home to examine the tire I received from BoA (I thought our replaced tire should've been on the car). The tire in our trunk didn't have a screw in it all, and it didn't appear to have been damaged by a screw and it wasn't a "new tire” either it had rocks wedged into the treads and it looked used. We informed BoA of what had occurred, and that the vehicle was not properly serviced.

I purchased a Certified Pre-Owned vehicle on 1/3/2024 and when I returned it for their "We Owe You" service order, I had a very poor customer service experience with senior management (my experience with the Client/Sales Advisor was good). In short, apparently the work (restoring scuffed rims and body paint chips) was being performed outdoors by a third-party contractor and the low temperatures impacted their equipment, so the return of my vehicle was delayed by 1 week (not all the fixes were done and the vehicle was dirty). I did not seek any recompense for my inconvenience, but simply pointed out that they could have offered a Loaner vehicle to address my inconvenience; or they could have provided indoor space temporarily for the contractor to complete the work in a timely manner. I was told that Loaner vehicles are not provided for this type of work; and that I, too, could have chosen to make another trip to the Dealership to get my vehicle and reschedule my service (I had already returned on the scheduled day and the vehicle was not ready). I was a repeat customer, and could have gone elsewhere for a better price, but I chose to return there because of my previous good experience. That has changed. Forget price. Good customer service is what separates businesses. I will never purchase another vehicle from BMW of Annapolis, nor will I recommend anyone else to do so. Maryland Law does not enable me to return the vehicle; however, I will investigate if my warranty can be serviced at another BMW Dealership just to avoid having to do business with BMW of Annapolis.